Ahmed Sherif Abdelhamid, Customer/Technical Support Specialist

About

Empathetic…Problem Solver…Excellent Communicator These three words sum up how I feel about my career in customer support. I am a highly motivated, conscientious, and competent collaborator who possesses in-depth knowledge and expertise within this industry. With a proven track record of achievement, I can bring positivity, support, and a creative mindset to any team. I pride myself on taking ownership of challenging problems, maintaining high standards, and assisting my employer in achieving their commercial objectives. With a desire and passion for continuous professional development, I am confident I can add value to your organization by always ensuring your customers and clients receive the best service possible.

Experience

Uplisting.io

Jul 2023 – May 2024

UK (Remote)

Customer Support Specialist

-Provided exceptional customer support for users of Uplisting.io, addressing and resolving platformrelated issues across technical, product, and general inquiries promptly and efficiently. - Resolved over 250 support tickets per month, achieving a 98% customer satisfaction rate through Intercom and Linear ticketing, ensuring timely resolution and high customer satisfaction. - Collaborated effectively with internal teams, including engineering, product, and development, using Slack and Google Meet to streamline communication and problem-solving processes. - Conducted API debugging and collaborated with engineering teams to resolve technical issues, enhancing platform functionality and user experience. - Updated FAQ and knowledge base resources, contributing to improved user self-service and reducing support volume by enabling customers to resolve common issues independently. - Submitted feature requests and feedback based on user interactions, aiding in the continuous improvement and development of Uplisting.io. - Leveraged AirDNA's short-term rental data analysis to provide valuable insights, informing customer support strategies and decision-making processes.

Creative Zone Group

Jun 2022 – Jul 2023

UAE (Remote)

Customer Happiness Specialist

-Responding to clients’ queries promptly and accurately regarding business startups via ticketing system, phone, chat, and email. - Managing multiple cases at once for Business Startups including technical support. - Promoting Sharjah Media City services such as starting new businesses and business activities integration. - Gathering Customer feedback and sharing reports with Product, Sales, and Operations teams - Assisting in training junior customer happiness representatives through Microsoft Teams and Zoom. - Following up with clients to ensure their technical issues and business inquiries are resolved. - Negotiating with clients to reduce churn rates by 35% and retain business.

Apple Inc.

Apr 2018 – Jan 2021

UAE (Remote)

Customer Support Specialist

Managed multiple cases at once regarding IOS challenges/issues that arise. Introduced new products/services launched to customers. Identified IOS bug solutions using Apple's knowledge-based articles and related Community Forums. Communicated to more than 30 customers/day to quickly get to the root of their problem, keeping customers engaged and regularly using products. Promoted Apple services/products to a higher tier leading to a 15% increase in 1st and 2nd quarterly Apple Care+ sales. Reporting to the Product Manager with data analysis to define a product vision. Collaborated with the software development team on reported errors and bugs on Apple App Store and assisted in the deployment of release fixes.

Dubai Roads and Transport Authority

Feb 2017 – Apr 2018

UAE

Customer Support Specialist

 Responded promptly to 120 customer queries, complaints, and requests via phone, chat, ticket, and email per day.  Assisted customers with product setup/information and resolving technical issues they might experience  Keeping detailed records of customer interactions, transactions, comments, and complaints using the organization's CRMs.  Analyzed customer feedback and advised management on areas of improvement. Took great pride in ensuring a positive overall customer experience (annual KPIs score 92%).

Uber

Jan 2016 – Jan 2017

Egypt

Customer Service Advisor

 Responded to an average of 62 calls, emails, and chats per day, addressing customer inquiries, solving problems, and providing product information.  Developed customer service improvement initiatives that decreased customer wait times by 42%.  Built loyalty among new users and got our early adopters to fall in love with Uber all over again.  Used consultative techniques to understand customer needs and make strategic referrals to business partners.  Offered internal and external customers first-rate customer service to maximize satisfaction and business success.

Education

The British University in Egypt

Sep 2008 – Jul 2013

Bachelors, Chemical Engineering

Ahmed Sherif Abdelhamid

Customer/Technical Support Specialist

Skills

Languages